Challenge
Death certification had not been overhauled in a long time. The current end-to-end process was very manual, very frustrating for users, and traverses a number of government departments. As a consequence of the Shipman Inquiry amongst others, one of the recommendations was the implementation of Medical Examiners across the country, supported by an online service fit for purpose in the digital age.
Solution
The critical nature of the work was underscored by a challenging parliamentary deadline for creating a Minimum Viable Service (MVS). Our diverse team collaborated intensively across Agile sprints to design and develop the Alpha and Private Beta services.
The initial phase of our approach centred on comprehensive understanding. We meticulously examined how the service had been operating in two pilot sites - Sheffield and Gloucester - which had been established a decade earlier and predominantly relied on traditional offline paper-based processes.
Through extensive ethnographic research conducted within hospital settings, we gained deep insights that allowed us to craft a solution that both resonated with clinicians' existing practices and empowered Medical Examiners and Medical Examiners Officers to perform their critical roles effectively.
Impact
1. By building upon the emerging NHS design standards, our team developed innovative, user-centric solutions. We created a sophisticated Case Management System that not only met the complex needs of medical professionals but also provided a robust framework to support the nationwide implementation of Medical Examiners. This strategic approach ensured that our digital service was both technically sophisticated and aligned with the practical realities of medical workplace environments.
2. “This doesn’t even feel like IT. It looks like a bit of paper, I like that”. This feedback demonstrates that the IT solution was designed with user experience as a primary consideration, which is critical for successful technology adoption in a professional setting.
3. By creating an intuitive, user-friendly interface that feels natural to Medical Examiners, the organisation increased the likelihood of smooth implementation, reduced resistance to new technology, improved user satisfaction, and enhanced the potential for widespread acceptance across different medical trusts.